The success of any business hinges on the
effective management of three critical categories of business relationships.
These are a firm’s relationships with its customers, with its employees, and
with the individuals and organizations that supply it with essential goods and
services.

This book outlines the nature and role of each type of relationship, and
identifies a variety of best practices and operating tools to be employed in the
successful development and maintenance of these relationships.

AUTHORS

Graham Clayton (Ph.D Cand.)
is an economist, former small business owner
and educator with an extensive background in the design and teaching of
post-secondary business programs both at Confederation College and in the USA,
Caribbean and Ukraine. He has held a number of management positions at
Confederation including Director, Centre of Entrepreneurship for the Northwest,
and Director, Institute for Global Entrepreneurship and Electronic Commerce.

Mitchell Wilkie (M.I.M.)
is currently Vice-President of TRAK Canada in
Burlington, Ontario. He is an engineer and international business specialist who
worked on a variety of domestic and international entrepreneurship projects for
the Northwest Enterprise Centre at Confederation College. Mr. Wilkie also taught
some courses in international business and management during his five-year
tenure at the College.

CONTENTS

SECTION 1: Introduction

SECTION 2: Customer Relations

SECTION 2A: Customer Expectations

SECTION 2B: Managing the Customer Relations Process

SECTION 2C: Training Specifics

SECTION 3: Employee Relations

SECTION 4: Business-to-Business

Business Relationships – Development and MaintenanceConfederation College Entrepreneurship Series, 78 pages, ISBN:
978-1-55270-093-8, softcover, published in 2002; Canadian $19.95.